Customer Care

Have a question? Just ask us! We’re here to help you 7 days a week and usually respond within just a few hours. Plus, you can find most answers to your questions right on this page.

Email Us: customercare@kateketzal.com.au

SHIPPING & DELIVERY

$9.95 flat rate shipping on all orders

How long will it take for my order to ship?

It will take 1-2 business days to process your order, regardless of the shipping option selected at checkout. We ship Monday through Friday, excluding weekends and holidays. We do not ship orders the same day. Please allow up to 2 business days for orders to process (if you order on Monday, your order should ship out on Tuesday or Wednesday). You will receive a tracking number once your order ships.

Shipping Rates

Do you deliver to PO Boxes?

Yes! We deliver anywhere within Australia including PO Boxes, residential addresses and worplaces.

Can I have my order delivered to my workplace or a location other than my billing address?

Yes! In fact, we encourage you to select a delivery address where someone will be available to recieve your parcel, or you consider to be safe to leave deliveries unattended. For orders over $250, it’s best to select a delivery address where someone will be available to sign for your parcel.

Will I have to sign for my parcel?

All our parcels ship with tracking, and depending on their value, they may also require a signature on delivery. We encourage you to select a delivery address where someone will be available to recieve your parcel, or consider to be safe to leave deliveries unattended. If your order is over $250 in value and you do not want the hassle of signature on delivery, please leave us a note at checkout.

RETURNS & EXCHANGES

Do you accept returns or exchanges?

We want you to be happy, so we offer 14 day hassle free returns on most of our items. However, some of our items are particularly delicate, and we care deeply about them arriving in perfect, pristine condition! For this reason, some items are not returnable. We've summarised below our policy for each category. If you're still not sure or have any questions - just ask us - we're always happy to help!

If you would like to make a return or exchange, please email us at customercare@kateketzal.com.au within 14 days from the date of purchase.

Jewellery

If you're not head-over-heels in love with your jewelry purchase, simply contact us within 14 days from the date of purchase to arrange a return or exchange. This includes all jewelry items including earrings, bracelets and necklaces. Upon return, all items are professionally sanitised, cleaned and polished.

Hair Accessories

For hygiene reasons, our hair accessories are packaged in a clear cellophane wrapper with a security seal. They can be returned with 14 days if unopened with the security seal intact.

Clutches & Evening Bags

From the moment you lay eyes on one of our sparkly clutches you'll be spellbound! But, if it's not quite right, simply contact us within 14 days from the date of purchase to arrange a return or exchange. Our white / ivory satin clutches are a made-to-order item and are particularly delicate, so they cannot be returned.

Bridal Sashes

Our sashes are made-to-order in our Australian studio and are particularly delicate. We care deeply about them arriving in perfect, pristine condition. For this reason, all sales on these items are final. We promise they're beyond gorgeous and we're quite sure you'll be smitten with them! If you're still not sure about purchasing one of these items, please email us with any questions - we're here to help and always happy to provide extra photos.

ORDERING & PAYMENT

Pricing & Currency Conversion

All prices listed on the website are in Australian dollars. For international orders, the bank that has issued your credit/debit card determines the exact exchange rate that you will be charged.

What payment methods do you accept?

We accept PayPal, Visa, Mastercard and American Express.